We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
Today, nearly 50% of organizations list cloud migration as their top transformation initiative. Customer communications management (CCM) frequently sits at the center of that priority and the reason i
Customer experience (CX) has become a defining measure of success across industries, and insurance is no exception. Today, loyalty and brand affinity are shaped not just by price alone, ... View More
For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations... View More
Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied... View More
The key question millennials are asking about their relation with their banks is this: Does my bank know me? In other words, is it addressing all my wants and needs as well as providing service so per
The customer communications market has evolved over the past three decades. Today’s customers expect instant, personalized and seamless experiences across all channels. Artificial intelligence (AI
As technology accelerates and customers adopt their own AI assistants, the old model of static, one-way communication is starting to look a lot like sending a fax in the age of TikTok... View More
Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand... View More
AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production... View More
We’re entering a new wave of self-serviceability in CCM and CXM, one where AI accelerates outcomes both at design time and at runtime. In an environment that shifts faster than any quarterly roadmap,... View More
For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in... View More
Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
How much do I owe? How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills. ... View More
When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat
Customer experience (CX) has become a defining measure of success across industries, and insurance is no exception. Today, loyalty and brand affinity are shaped not just by price alone,
